RBI hails AI’s potential in addressing customer grievances
Malhotra says technology should be integrated at “every stage” of complaints process
The governor of the Reserve Bank of India has said artificial intelligence could revolutionise the way lenders address customer grievances.
Speaking at the annual conference of the RBI ombudsmen in Mumbai on March 17, Sanjay Malhotra said AI could improve the speed, accuracy and fairness of the complaints resolution process.
The governor said automation could help with categorising complaints based on their urgency, complexity or subject matter. He added that it could assist in analysing data from
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